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Connect Support administration

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Connect Support administration

Administrators can configure various performance settings and features of Connect
Support.

Note: There are also settings that apply to both Connect Chat and Connect Support. For more
information, see Connect administration.

Legacy chat to Connect Support migration

Use these basic steps to migrate from legacy chat to Connect Support.

Context

Connect Support is an extension of Connect. Users designated as
support agents have access to the support tab of the connect sidebar. Connect Support should
not be used concurrently with legacy chat.

Before you activate Connect Support

Inform your support agents to close out any existing chats.

Legacy chat uses a different field to determine which state a help desk chat is in. A
fix script is included in the Connect Support plugin that circumvents this issue by
closing out any existing help desk chat sessions. Manually closing out any existing chats
before allowing this script to run helps prevent any loss of chat information.

If you do not close out existing help desk chats your metrics and chat queue won't work
accurately.

Activate the Connect Support plugin

When you activate the Connect Support plugin, the glide.connect.support.enabled property
redirects the legacy chat URL to Connect Support.

Disables or enables Connect Support. When the
property is enabled, the Service Desk Chat button in the
Employee Self-Service portal opens the conversation in Connect Support, rather than
legacy chat. Additionally, the Support tab appears in the Connect sidebar.

Type: true | false

Default value: true

Location: Collaborate > Support Administration > Properties

Number of support conversations an individual agent can have at one time (-1
is unlimited)

connect.support.conversation_limit

Determines how many
support conversations an individual agent can have at one time. When the value is
set to -1, an agent can participate in an unlimited number of
conversations.

Type: integer

Default value: -1

Location: Collaborate > Support Administration > Properties

Show agent avatar in Connect Support
conversations.

connect.support.show_agent_avatar

Determines whether an
agent's avatar is shown in a support conversation (enabled). When the property is
disabled, users see the agent's name only.

Type: true | false

Default value: true

Location: Collaborate > Support Administration > Properties

Number of seconds to wait (without user interaction), before presenting
end-users with an idle countdown timer

connect.support.idle.delay

Determines how many seconds a
user must be inactive in a support conversation before an idle countdown timer
appears.

Type: integer

Default value: 120

Location: Collaborate > Support Administration > Properties

Number of seconds to count down from before marking end-user as having left
their support session

connect.support.idle.count_down

Determines how many seconds
the idle countdown timer remains open after it appears. If the idle user does not
dismiss the timer before the countdown completes, the system closes the support
session.

Type: integer

Default value: 60

Location: Collaborate > Support Administration > Properties

Limits the number of closed conversations that the support user can see. (0 =
unlimited)

connect.support.user.closed.conversation_limit

Determines how
many closed conversations appear in a user's support conversation history. When the
value is set to 0, all previous conversations appear in the
history.

Type: integer

Default value: 0

Location: Collaborate > Support Administration > Properties

Administer Connect Support queues

You can define the support agents, default messages, schedule, and escalation path
for each Connect Support queue.

Before you begin

Role required: admin

About this task

Note: Both Connect Support queues and legacy chat queues are stored on the Chat
Queue [chat_queue] table. Connect and legacy chat should not be used
concurrently.

Procedure

Navigate to Collaborate > Queues.

Click New or open an existing queue from the list.

Complete the Chat Queue form, as appropriate.

Table 2. Chat Queue form

Field

Description

Name

Name of the queue.

Active

Not used in Connect.

Assignment group

User group that contains the support staff for the
queue. Any user in the group can view the queue in the
Connect sidebar and accept chats. No other users can
access the queue. This field must be populated.

Average wait time

Average time it takes for an agent to accept a chat
in the queue. This value is automatically calculated. Do
not manually edit.

Confirm problem

Not used in Connect.

Escalate to

Different queue to which an agent can escalate a
chat. For example, there is a queue for high priority
support chats. When a queue is defined in this field,
agents can access the Escalate
option in conversations.

Initial agent response

Message that users see when an agent accepts their
chat. For example, Thank you for contacting
support. We are looking into your question now and
will be with you shortly.

Not available

Message that users see when they attempt to start a
chat outside the defined queue
Schedule. You can use HTML to
format the message and include links or media.

Question

Initial phrase that users see when they start a new
chat in the queue. For example, How can I
help you?

Schedule

Schedule that defines when the queue is available.
Leave the field blank to make the queue available all
the time. Users cannot start a new conversation in the
queue outside the schedule hours.

To review conversations associated with the queue, add the Chat
Queue Entries related list and review the records for the
following information.

Option

Description

How long the user waited and the result

Review information in the State and
Wait time columns.

Who is actively helping employees in the queue

Review the names of agents in the Assigned to
column.

Make a Connect Support queue accessible to end users

To make a Connect Support queue accessible to end users, use the accepted URL
format.

Before you begin

Create a queue. Create agents for the queue by assigning users to the assignment
group associated with the queue.

Role required: admin

About this task

For example, you might create a module or add a link to a portal. The accepted URL
format is
https://<instancename>.service-now.com/$chat_support.do?queueID=<sys_id>.

Preview the support queue by navigating to
https://<instancename>.service-now.com/$chat_support.do?queueID=<sys_id>.

Create a module or other link to the queue using the URL.

Configure the add support users property

Administrators need to configure the property for support agents to add users to a
Connect Support conversation.

Before you begin

Role required: admin

About this task

When the glide.connect.support.add_members property is added
and enabled, support agents can add users to a support conversation. Any added user can
also add other users. Only the assigned agent can create an incident from the chat. When
non-support agents are added to a chat, the chat appears in their chat tab.

Note: Make
sure you are in the Global scope when adding this property.

Procedure

Enter sys_properties.list in the navigation
filter.

The entire list of properties in the System Properties [sys_properties]
table appears.

Verify the property does not already exist by searching for the property name.
If it does exist, update the property with the information in the following
table.

Click New.

Complete the form as follows:

Field

Value

Name

glide.connect.support.add_members

Type

true | false

Value

true

Result

Support agents can add users to a support conversation. Any added user can also add
other users. Only the assigned agent can create an incident from the chat. When
non-support agents are added to a chat, the chat appears in their chat tab.